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1.3.4 Use of Interpreters


This chapter was reviewed locally and updated in September 2016. It provides information on the range of interpreting and translation services available when working with children and families, and the process for accessing these through AA Global Language Services Ltd.


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1. Introduction
2. Referral, Assessment and Planning
3. Sources of Professional Interpreters
  3.1 What Services are available?
  3.2 How to request an interpreter or translation service

1. Introduction

The Council's service provider for its translation and interpretation service is AA Global Language Services Limited. All translation and interpretation requests must be made through AA Global.

It is essential that people’s communication needs are met and they are assisted in accessing services, including those whose first language is not English. This includes providing an interpreter where there are language or other communication difficulties.

Wherever practicable recourse should be made to a professional interpreter who understands the terminology and if possible the client’s cultural background.

An interpreter should be used:

  • When the person has a limited use of English;
  • When there is a concern that the person does not understand the information given in English;
  • When the person is deaf or has a hearing impairment, a learning disability or uses sign language; and
  • When you already know someone needs an interpreter from information given such as referrals etc.

2. Referral, Assessment and Planning

Referrals received by Children’s Social Care should be recorded on Azeus.

People from ethnic minority groups should have equal access to referral and assessment arrangements which:

  • Recognise their language and cultural needs;
  • Involve them appropriately;
  • Agree objectives with them.

Support plans should be appropriate to meet the needs of children, young people and families from minority groups and take account of cultural and religious backgrounds.

The Single Assessment should be completed including establishing if possible the language in which the child and parents/carers are best able to communicate.

3. Sources of Professional Interpreters

3.1 What services are available?

AA Global will be able to provide;

  • Face to face interpreting, including British Sign Language;
  • Telephone interpreting;
  • Written, Braille, or audio translations;
  • Dubbing / subtitling to video footage.

This list is not exhaustive.

  • AA Global also provide a 'rapid response' service whereby an interpreter can be requested within half an hour of when needed, however this service should be used only in an emergency.

3.2 How to request an interpreter or a translation service

In the first instance, bookings for interpretation or translation should be made via the AA Global website.

Requesting staff should register following the instructions on the AA Global website and this will ensure that all future bookings can be completed quickly and correctly. To book or register you will need the Client Reference Code for your Section or Team.

A list of Client Reference Codes can be found on the intranet. If you cannot find a Code for your Service, call 01482 391 429 to get a new Code.

Any other problems with registration, call AA Global on 01482 308 777 and ask for help.

Other ways to book:

Email: Email your request to

Telephone: 01482 308 777

Fax: Fax your request to 08701 992 499

Emergency Contact: Call 07931 403 683 (between 5pm and 9am every weekday and 24 hours during weekends and bank holidays).

Where possible, give as much notice as possible to ensure the most suitable linguist is available for your assignment.

Please note that any service requests will not be taken without the relevant Client Reference Code (see documents below) and a Purchase Order Number.

If you are unsure or require advice and guidance please contact:

Jenny Gavin-Allen, Healthwatch Commissioning Manager.

Tel: 01482 391 492